Emma Noble-Beasley

General Manager – Contact Centre Kiwibank

A highly motivated and results driven leader with an extensive background in Banking and large Complex Contact Centre’s having lead teams across customer facing, multi function, channel delivery, operational, governance and risk management areas. My Leadership style is engaging and passionate with a strong belief in encouraging innovation and individual accountability whilst setting challenging goals, with a focus on leveraging combined strengths of the team to deliver results. I have knowledge and understanding of the implications on customers and their information, solved complex issues, managed staff and customers through change and contributed to building and evolving the business. I’m an enthusiastic, loyal and passionate person who can relate to a wide range of people. This, together with a firm desire to live my own personal values and achieve excellence has enabled me to become a respected and successful people leader.

Day One

9:00 AM PANEL DISCUSSION: Creating a culture of cohesion to put the agent and customer at the core of the organisation

Organisations are fostering a culture of cohesion that prioritises both agents and customers by emphasising the importance of employee engagement, comprehensive training, and leveraging advanced technology. This session will provide insight into the journey organisations have gone on to obtain and secure a sustainable road map to ensure agents feel valued to advocate a outstanding customer experience:

Why your organisation has invested in boosting employee morale and satisfaction and opportunities for career advancement, ensuring that agents feel valued and motivated
Discussing how your organisation has equipped agents with the skills needed to handle various customer scenarios effectively, fostering a sense of preparedness and confidence that translates to better customer interactions
How your organisation has implemented advanced technology to enable agents to deliver personalised and efficient service, enhancing the overall customer experience and promoting loyalty

In Partnership With :

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